My presentation for Customer 3.1 conference, looking at global and domestic trends in customer experience, as well as the things we are seeing in our projects at DNA.
I design think, therefore I am a UX'er.Chris Jackson
My closing keynote from the inaugural UX Homegrown conference in New Zealand. It focussed on the need to bridge the perceived gap between design thinking and UX, building on my previous "Beyond Design Thinking" presentation. It identifies the richness and diversity of both approaches and how they are better when they are closely connected, especially when framed in a digital context.
I don't present from notes, so they aren't included in the presentation, so you just see text from the slides. I am currently writing a blog post about the presentation, which I will add a link to in due course.
The first prototype of our approaches to move beyond design thinking at DNA. Touching on a number of new tools and techniques as well as theoretical positions from a number of sources. Very much the bleeding edge of our current position.
Design Thinking Dallas by Chris BernardChris Bernard
These are the slides I gave for a keynote at a conference hosting by IMC2 for the Design Thinking Dallas Conference. Some of the content here is repetitive across other presentations I give.
Questions? Email me at chris.bernard@microsoft.com
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
This was the presentation I gave at the Ross Net Impact 2011 conference at the Ross School of Business at the University of Michigan on the topic of Design Thinking for Social Innovation.
This set of method cards introduces briefly the design thinking approach. It explains the design process as well as the prototyping phases of design thinking projects.
There basically 2 ways of getting involved with the University of St.Gallen in order to have a design thinking team working for your organization.
1. Design Thinking @ HSG
2. Embedded Design Thinking
Both ways are explained in the set.
For more information visit http://dthsg.com
I design think, therefore I am a UX'er.Chris Jackson
My closing keynote from the inaugural UX Homegrown conference in New Zealand. It focussed on the need to bridge the perceived gap between design thinking and UX, building on my previous "Beyond Design Thinking" presentation. It identifies the richness and diversity of both approaches and how they are better when they are closely connected, especially when framed in a digital context.
I don't present from notes, so they aren't included in the presentation, so you just see text from the slides. I am currently writing a blog post about the presentation, which I will add a link to in due course.
The first prototype of our approaches to move beyond design thinking at DNA. Touching on a number of new tools and techniques as well as theoretical positions from a number of sources. Very much the bleeding edge of our current position.
Design Thinking Dallas by Chris BernardChris Bernard
These are the slides I gave for a keynote at a conference hosting by IMC2 for the Design Thinking Dallas Conference. Some of the content here is repetitive across other presentations I give.
Questions? Email me at chris.bernard@microsoft.com
Design Thinking & Re-imagining the role of HRVikram Bhonsle
Let`s take a look at the applications of the "Design Mindset" in tackling modern day people conundrums. How can HR use design thinking to redefine and reshape HR strategies and processes to cater to a demanding and advanced workforce. A look also at select organizations who have carried this successfully and the business benefits.
In case you require instructor notes, do send me an email to bhonslevb@gmail.com
This was the presentation I gave at the Ross Net Impact 2011 conference at the Ross School of Business at the University of Michigan on the topic of Design Thinking for Social Innovation.
This set of method cards introduces briefly the design thinking approach. It explains the design process as well as the prototyping phases of design thinking projects.
There basically 2 ways of getting involved with the University of St.Gallen in order to have a design thinking team working for your organization.
1. Design Thinking @ HSG
2. Embedded Design Thinking
Both ways are explained in the set.
For more information visit http://dthsg.com
Design Thinking for Social Innovation at IEMax Oliva
How might we provide drinkable water to low income rural communities? How might we provide premature baby incubation solutions for the Base of the Pyramid? How might we create a process and culture which enables innovaiton to be at the core of our organization, be it from a social enteprise, a responsible business or a cross collaboration with unlikely allies? We need to re-imagine, re-invent and re-design the way that we do business, the way in which we create and deliver value. Design is too important to be left to designers alone. During this workshop, you will learn the key concepts of Design Thinking with a focus on social innovation, experimenting with collective creativity, and practicing with key tools to apply in future social challenges. Design thinking you can learn at a workshop; it takes a lifetime to master it.
Motivated by curiosity and a strong conviction that the tools and methods of design thinking ignite innovative ideas and solutions, a group of Portland-based, like-minded practitioners set out to survey the local landscape. Our goal: to uncover the tactics, challenges, benefits and themes surrounding design thinking in our community.
This is the result.
We found more than a dozen common themes and insights. Some of them speak directly to the benefits of a design thinking approach. Some express deep challenges to making that approach work in the real world. In all cases, we are pleasantly surprised by the conviction, passion, and commitment to overcoming those challenges and sharing the benefits of design thinking. !
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
Is Design Thinking important? We think it is - it’s one of our 8 building blocks for digital transformation. But what it is it, and why? In the run up to the Global Legal Hackathon, we thought we’d distil our workshop slides and ideas with an associated blog post to explain it.
Let’s set the scene with five quotes from experts and artists you will recognise explaining what design really is:
"The ultimate defense against complexity” - David Gelernter, Professor of Computer Science, Yale
"Simplicity is the ultimate sophistication” - Leonardo da Vinci
"Design is a way of changing life and influencing the future” - Sir Ernest Hall. Pianist, Entrepreneur, and Philanthropist
“Most people make the mistake of thinking design is what it looks like. People think it’s this veneer - that the designers are handed this box and told, ‘Make it look good!’ That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works.” - Steve Jobs
“Design-thinking firms stand apart in their willingness to engage in the task of continuously redesigning their business… to create advances in both innovation and efficiency - the combination that produces the most powerful competitive edge.” - Roger Martin, author of the Design of Business
Why Design Thinking is Important for Innovation? - Favarin Vitillo - ViewConf...Simone Favarin
Design is a way of thinking, of determining people's true, underlying needs, and then delivering products and services that help them. This is the starting about Design. The meaning of the concept.
VR is a new technology that is entering in many industrial and creative processes: nowadays many company and people are experimenting with VR, because it opens new possibilities and it allows costs and time reduction. It is important to understand what is the current status of the technology, the future projections and especially its applications.
This February I taught a sold out class at General Assembly how to harness the power of design thinking. How to use observation and psychology. How to truly enjoy and analyze the experiences that occur every day. Look at the nuances at feed our loyalty to brands.
UXSG2014 Workshop (Day 1) - Leading UX (Trend Micro)ux singapore
Leading UX - are you kidding me?
Facilitated by
Hsin Olive Eu
Director, HIE
Trend Micro, Taiwan
and
Mike Chou
Staff UX Designer, HIE
Trend Micro, Taiwan
Presentation for the Barcamp Penang 2013 unconference on Design thinking and its application in creating great consumer experiences for an online business
Innomantra's Viewpoint - Casting Innovation Leadership in Future Organisation Innomantra
Innovation has been referred to as a ‘Short Skirt’ that’s been in and out of fashion: popular in good times and tossed back into the closet in downturns as quoted by a leading consulting firm, today; it's different as it combines art, science, system, and people however with increased uncertainty the need for Innovation and managing Innovation is best achieved with leadership and planning.
By aligning to ISO 56000 Series-Innovation Management Standard framework, 'LEADERSHIP' establishes an innovation vision, strategy, and policy, including the necessary roles and responsibilities based on the organization's context. Leadership is one of the factors that affect innovation in organizations.
Agile design thinking and you... ux australia2011Jason Furnell
Agile is changing the way we create software. Design, and Design Thinking, is becoming pivotal to business success. The UX game is changing, and you need to step up!
Daniel Oertli (CIO, REA Group) and Jason Furnell (Experience Design consultant, ThoughtWorks) will discuss the changing role of UX in fast moving, Agile development environments, presenting case studies demonstrating the impact that a design-led approach has had at Australia’s No.1 real estate site (www.realestate.com.au).
This talk will present concepts that will challenge your thinking and introduce you to new methods that will increase your impact as a designer working on software and business strategy projects.
The Agile development methodology dramatically changes the role of designers: the build is the design. Agile concepts like ‘working software over comprehensive documentation’ and the disciplines of ‘just enough’ and ‘just in time’, mean that traditional, heavy weight specification documentation is no longer effective – or even possible.
Practitioners need to find ways to ‘power up’ their design impact. Jason and Daniel will discuss how to use collaborative design as a ‘force multiplier’, share the experience of designing in real-time, and show you how to let go, be fearless and take your team with you on a journey that builds trust, buy-in and design momentum.
They will challenge you to shift your focus; to make the transition to design thinking, and focus on design facilitation in order to increase the scale and complexity of the things you design.
For a Knowledge Management Round Table, Melbourne. An exploration workshop into using design thinking to support workplace change coupled with digital technologies.
Over the last couple of years I've talked a lot on Design Thinking, Design in general and Service Design.
This presentation is my incomplete story on the topic, with storyline.
Hope you like it, love your comments...
How can an industry that places empathy at the core of its practice ignore the big problems facing South Africa and the continent? In a rapidly changing design landscape will UX designers even be relevant in the future? UX designers exist at a unique interdisciplinary juncture and it gives us the opportunity to create inspiring responses to these questions. With the maturity of design thinking, social innovation, and lean startup, we are uniquely placed to re-apply our skills to find new relevance and greater impact in doing work that matters. But taking action is not easy, even if it can be known what is to be done. In this talk David will explore the new mindsets, skills and attitudes UX designers need to adopt to shift from merely doing design to becoming design activists.
Design Thinking for Social Innovation at IEMax Oliva
How might we provide drinkable water to low income rural communities? How might we provide premature baby incubation solutions for the Base of the Pyramid? How might we create a process and culture which enables innovaiton to be at the core of our organization, be it from a social enteprise, a responsible business or a cross collaboration with unlikely allies? We need to re-imagine, re-invent and re-design the way that we do business, the way in which we create and deliver value. Design is too important to be left to designers alone. During this workshop, you will learn the key concepts of Design Thinking with a focus on social innovation, experimenting with collective creativity, and practicing with key tools to apply in future social challenges. Design thinking you can learn at a workshop; it takes a lifetime to master it.
Motivated by curiosity and a strong conviction that the tools and methods of design thinking ignite innovative ideas and solutions, a group of Portland-based, like-minded practitioners set out to survey the local landscape. Our goal: to uncover the tactics, challenges, benefits and themes surrounding design thinking in our community.
This is the result.
We found more than a dozen common themes and insights. Some of them speak directly to the benefits of a design thinking approach. Some express deep challenges to making that approach work in the real world. In all cases, we are pleasantly surprised by the conviction, passion, and commitment to overcoming those challenges and sharing the benefits of design thinking. !
The Startup Design Toolkit - a design-thinking approach to startups and produ...Alejandro Rios Peña
When PMs or entrepreneurs tackle a new product venture, they need to acquire and combine skills and tools from the Development, Business and Design fields. In this session, the following topics will be introduced:
- Is there really a formula for new product or startup success?
- What is Design-Thinking and how it is driving innovation around the world?
- Building a Toolkit: a subset of practical tools curated from the Lean Startup, Customer Development, Design-Thinking and other methods, to really help entrepreneurs to accelerate and find a scalable business model.
http://productcampsf.com/proposed-session-a-design-thinking-approach-to-pm-and-startups/
Is Design Thinking important? We think it is - it’s one of our 8 building blocks for digital transformation. But what it is it, and why? In the run up to the Global Legal Hackathon, we thought we’d distil our workshop slides and ideas with an associated blog post to explain it.
Let’s set the scene with five quotes from experts and artists you will recognise explaining what design really is:
"The ultimate defense against complexity” - David Gelernter, Professor of Computer Science, Yale
"Simplicity is the ultimate sophistication” - Leonardo da Vinci
"Design is a way of changing life and influencing the future” - Sir Ernest Hall. Pianist, Entrepreneur, and Philanthropist
“Most people make the mistake of thinking design is what it looks like. People think it’s this veneer - that the designers are handed this box and told, ‘Make it look good!’ That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works.” - Steve Jobs
“Design-thinking firms stand apart in their willingness to engage in the task of continuously redesigning their business… to create advances in both innovation and efficiency - the combination that produces the most powerful competitive edge.” - Roger Martin, author of the Design of Business
Why Design Thinking is Important for Innovation? - Favarin Vitillo - ViewConf...Simone Favarin
Design is a way of thinking, of determining people's true, underlying needs, and then delivering products and services that help them. This is the starting about Design. The meaning of the concept.
VR is a new technology that is entering in many industrial and creative processes: nowadays many company and people are experimenting with VR, because it opens new possibilities and it allows costs and time reduction. It is important to understand what is the current status of the technology, the future projections and especially its applications.
This February I taught a sold out class at General Assembly how to harness the power of design thinking. How to use observation and psychology. How to truly enjoy and analyze the experiences that occur every day. Look at the nuances at feed our loyalty to brands.
UXSG2014 Workshop (Day 1) - Leading UX (Trend Micro)ux singapore
Leading UX - are you kidding me?
Facilitated by
Hsin Olive Eu
Director, HIE
Trend Micro, Taiwan
and
Mike Chou
Staff UX Designer, HIE
Trend Micro, Taiwan
Presentation for the Barcamp Penang 2013 unconference on Design thinking and its application in creating great consumer experiences for an online business
Innomantra's Viewpoint - Casting Innovation Leadership in Future Organisation Innomantra
Innovation has been referred to as a ‘Short Skirt’ that’s been in and out of fashion: popular in good times and tossed back into the closet in downturns as quoted by a leading consulting firm, today; it's different as it combines art, science, system, and people however with increased uncertainty the need for Innovation and managing Innovation is best achieved with leadership and planning.
By aligning to ISO 56000 Series-Innovation Management Standard framework, 'LEADERSHIP' establishes an innovation vision, strategy, and policy, including the necessary roles and responsibilities based on the organization's context. Leadership is one of the factors that affect innovation in organizations.
Agile design thinking and you... ux australia2011Jason Furnell
Agile is changing the way we create software. Design, and Design Thinking, is becoming pivotal to business success. The UX game is changing, and you need to step up!
Daniel Oertli (CIO, REA Group) and Jason Furnell (Experience Design consultant, ThoughtWorks) will discuss the changing role of UX in fast moving, Agile development environments, presenting case studies demonstrating the impact that a design-led approach has had at Australia’s No.1 real estate site (www.realestate.com.au).
This talk will present concepts that will challenge your thinking and introduce you to new methods that will increase your impact as a designer working on software and business strategy projects.
The Agile development methodology dramatically changes the role of designers: the build is the design. Agile concepts like ‘working software over comprehensive documentation’ and the disciplines of ‘just enough’ and ‘just in time’, mean that traditional, heavy weight specification documentation is no longer effective – or even possible.
Practitioners need to find ways to ‘power up’ their design impact. Jason and Daniel will discuss how to use collaborative design as a ‘force multiplier’, share the experience of designing in real-time, and show you how to let go, be fearless and take your team with you on a journey that builds trust, buy-in and design momentum.
They will challenge you to shift your focus; to make the transition to design thinking, and focus on design facilitation in order to increase the scale and complexity of the things you design.
For a Knowledge Management Round Table, Melbourne. An exploration workshop into using design thinking to support workplace change coupled with digital technologies.
Over the last couple of years I've talked a lot on Design Thinking, Design in general and Service Design.
This presentation is my incomplete story on the topic, with storyline.
Hope you like it, love your comments...
How can an industry that places empathy at the core of its practice ignore the big problems facing South Africa and the continent? In a rapidly changing design landscape will UX designers even be relevant in the future? UX designers exist at a unique interdisciplinary juncture and it gives us the opportunity to create inspiring responses to these questions. With the maturity of design thinking, social innovation, and lean startup, we are uniquely placed to re-apply our skills to find new relevance and greater impact in doing work that matters. But taking action is not easy, even if it can be known what is to be done. In this talk David will explore the new mindsets, skills and attitudes UX designers need to adopt to shift from merely doing design to becoming design activists.
Data Driven UX: Come lo facciamo? C. Frinolli & N. Molchanova (Nois3)Data Driven Innovation
"One could be Prince Charles, the other Ozzy Osbourne." strikes back. L'anno scorso vi abbiamo portato un caso di studio di TIM, in cui grazie all'ascolto dei Social, alle ricerche fatte sulle tematiche e l'applicazione di tecniche di SEO per la ricerca stessa, abbiamo raccolto informazioni dirimenti per cominciare una progettazione per la User Experience di un prodotto. L'idea del laboratorio di quest'anno è mostrarvi i passaggi, le tecniche, gli insight e i tool che usiamo per arrivare a formulare delle Digital Personas che siano base per il processo di Human Centered Design che seguiamo.
10 Insightful Quotes On Designing A Better Customer ExperienceYuan Wang
In an ever-changing landscape of one digital disruption after another, companies and organisations are looking for new ways to understand their target markets and engage them better. Increasingly they invest in user experience (UX) and customer experience design (CX) capabilities by working with a specialist UX agency or developing their own UX lab. Some UX practitioners are touting leaner and faster ways of developing customer-centric products and services, via methodologies such as guerilla research, rapid prototyping and Agile UX. Others seek innovation and fulfilment by spending more time in research, being more inclusive, and designing for social goods.
Experience is more than just an interface. It is a relationship, as well as a series of touch points between your brand and your customer. Here are our top 10 highlights and takeaways from the recent UX Australia conference to help you transform your customer experience design.
For full article, continue reading at https://yump.com.au/10-ways-supercharge-customer-experience-design/
Lightning Talk #9: How UX and Data Storytelling Can Shape Policy by Mika Aldabaux singapore
How can we take UX and Data Storytelling out of the tech context and use them to change the way government behaves?
Showcasing the truth is the highest goal of data storytelling. Because the design of a chart can affect the interpretation of data in a major way, one must wield visual tools with care and deliberation. Using quantitative facts to evoke an emotional response is best achieved with the combination of UX and data storytelling.
How to Think Like an Insurtech - Design Thinking & Insurance at Insurance Ope...Josh Levine
Presented Mar 2019 at Insurance Operations Bootcamp 2019 / Las Vegas, Four Seasons Hotel (Resource Pro)
Attendees included operations and sales executives from agencies, brokers, MGAs, and carriers.
This presentation, on the intersection of branding and user experience, was delivered to students and faculty at the Indiana University School of Informatics on November 13, 2009
Presented May 2019 at the SVIA Insurtech Consortium in Mountain View CA
- SVIA Silicon Valley Insurance Accelerator
- Josh Levine (CEO, Founder) and Lisa McGee (Senior Experience Designer)
Marketing ecosystem: 7 challenges facing marketers todayTony Davis
The marketing technology landscape has exploded. Marketers are spoiled for choice with an array of platforms, products, integrations and connections. In this presentation, we take a step back from the technology to look at 7 major challenges faced by marketers wanting to navigate the marketing ecosystem.
Moment Mapping - a process for developing a data strategy by DADIChristopher Mair
Spurred by the ever increasing usage of multiple-devices & platforms, today’s battle for hearts, minds, and dollars is fought in a new battleground. Intent-driven moments of decision making and preference shaping that occur throughout the entire consumer journey.
Successful brands of the future will be those that have a plan for understanding and meeting consumers’ needs in the moments that matter to them.
We have developed a process called Moment Mapping to help brands understand where their brand sits with the new market landscape, ensuring they:
Know when to be there
Anticipate the ‘micro-moments’ for users in your industry and then commit to being there to help when those moments occur.
Know how to be smart
Being relevant to consumers’ needs in the moment and connect people to the answers they’re looking for, ensuring the mobile experience is fast and frictionless.
Get in touch to find out more at cm@dadi.co
This is an introductory presentation created to explain at a high-level the difference and value Experience Design practitioners can bring to Creative Agencies. (Originally created July 2012).
Accenture's report explains how creating effortless experiences are so simple and easy with our data-driven strategy framework to drive growth. Read more.
Social Media for Retail: Translating “Posts” into ProfitsG3 Communications
According to Gartner, by 2014 social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20% of business uses. Tracking social presence via the number of followers and fans, traffic to web site, social mentions across platforms, share of social conversations and social influence are great ways to measure brand effectiveness – but what comes next? What are leading retailers doing today to mine this platform for actionable insight and truth? And how are they using that insight to meeting their growing business initiatives? Attend this session and learn: 1) Why joining the social media revolution is one of the top 5 ways to avoid losing customers this year; 2) The key data mining techniques and best practices for gaining actionable insight into your customers; and 3) How the right technology platforms can integrate your social media strategy with your overall business goals.
Measure the thing: Continuous website improvement through continuous user ins...Daniel Craddock
Improving your website’s UX iteratively doesn’t always require a lab, long hours, and least of all, a large budget. This presentation will show you how Consumer Affairs Victoria used a simple questionnaire to continuously improve content and design, benchmark performance, and raise the profile of UX with senior stakeholders – all at little cost to the budget or users' sanity.
Transformation & Tradition: Reimagining the Customer-Agent Experience in Insu...Cake and Arrow
With the digitization of the insurance industry now fast underway, insurance companies are faced with the unique opportunity to leverage advances in technology to reclaim something of the bygone simplicity of the once trusted agent-customer experience, free from the mounds of paperwork, clunky technology, and complicated underwriting processes that have come to characterize buying insurance.
In this webinar, we will discuss how the insurance industry can re-imagine its own tradition of the agent-customer experience to usher in a new era of digital transformation built on trust, transparency and customer needs.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
Extended keynote presentation during the SvD Insurance Summit in StockholmMichalGromek
Presented during the Svenska Dagbladet (SvD), Insurance Summit by October 2018. TRENDSPANING
The future Insurance landscape – best cooperation practices between Startups and Insurance companies
• The pathway towards InsurTech - how we got here
• The landscape of Swedish InsurTech
• What customers want: 8 key developments within innovative insurance companies
• Examples of the best practices from the Swedish InsurTech scene
Similar to Trends as Opportunities for Customer 3.1 (20)
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
7. UX
A persons perception and responses that result from the use or anticipated use of a
product, service or system.
– ISO 9421
UX
8. UXvsCX
A persons perception and responses that result from the use or anticipated use of a
product, service or system.
– ISO 9421
Customer experience (CX) is the sum of all experiences at various touchpoints a
customer with a supplier of goods and/or services, over the duration of their relationship
with that supplier.
– Wikipedia
UX
CX
9. UXvsCXvsSD
A persons perception and responses that result from the use or anticipated use of a
product, service or system.
– ISO 9421
Customer experience (CX) is the sum of all experiences at various touchpoints a
customer with a supplier of goods and/or services, over the duration of their relationship
with that supplier.
– Wikipedia
Service design is the activity of planning and organizing people, infrastructure,
communication and material components of a service in order to improve its quality and
the interaction between service provider and customers.
– SDN
UX
CX
SD
17. “...Customer experience knowledge will
be required at higher levels in every
position in the organization. This will
come in the form of education, skills
training, support, enhanced data,
expanded partnerships and a new
focus on innovative design skills and
talent.”
- Diane Magers, AT&T
31. “The jobs that customers are trying
to get done cannot be deciphered
from purchased databases in the
comfort of marketers’ offices.
It requires watching, participating,
writing and thinking. It entails
knowing where to look, what to
look for, how to look for it and
how to interpret what you find.”
- Clayton Christensen, Harvard Business School
53. Multi-channel strategies were developed
to support the same transaction and
communication in each channel. Now
organisations are getting to grips with cross-
channel experiences, where customers interact
seamlessly with the organisation in the
channel of their choice. In Omni-channel
customers engage organisations across
multiple channels, platforms and media –
sometimes all at the same time – where no one
organisation is in control.
– LIVE | WORK
57. “Brands must use customer
data (with permission), new
technologies, and old-fashioned,
people-powered customer service
to make sure the 2015 customer
experience is personal, painless
and contextualized across all
channels.”
– Max Luthy, Trendwatch
58. “Results are gained by
exploiting opportunities,
not by solving problems.”
– Peter Drucker